CUSTOMER SERVICE

FAQS

Online orders

- I forgot my password, what should I do?
If you have forgotten your password, you can reset it by clicking “Forgot your password?”. All you need to do then is enter your email address and we will send you a password reset link.

- How to use discount/promotional codes?
After filling your basket with our stunning pieces, head to the checkout. Simply look for the discount code box, click apply and enjoy your savings!

- I have forgotten to subscribe and have not received my 10% off discount.
Please contact our customer care team at enquiries@nrbyclothing.com who will be able to add your email to our mailing list, and refund your order with the 10% subscription discount.

- Can I change or cancel my order once it has been placed?
Unfortunately, our system does not allow orders to be changed or cancelled once placed.

Exchanges + Returns

- What is your returns policy?
We’re sorry to hear that for some reason you are not satisfied with your purchase. We offer a free 28 day return policy in the UK. Please see our full terms and conditions in our returns policy section of our website.

All items must be in their original condition, packaging and with all labels still attached.

- Am I able to exchange an item?
Unfortunately, at the moment we do not offer exchanges for online purchases. You can however return the item free of charge using the Royal Mail free return sticker enclosed with your parcel and re purchase a new item. We are able to exchange items purchased within our store.

- What can I do if I have lost the invoice for my order but want to return an item?
You must contact the NRBY customer care team on enquiries@nrbyclothing.com who will be able to provide you with details of your order number. You must detail the order number, along with your name and address before sending it to: NRBY Clothing .C/O Exclusive logistics. Dewar House, Central Road, Harlow CM20 2ST.

- Can I return an online order to the store?
At this present moment in time you need to return all online purchases to NRBY Clothing .C/O Exclusive Logistics. Dewar House, Central Road. Harlow CM20 2ST.

All store purchases must be returned to the store.

- How do I return my order?
All orders purchased for delivery to UK addresses (see UK postcodes not covered within our returns policy on our website) can be returned to our warehouse using the Royal Mail free UK returns sticker. Should you have lost your returns sticker please contact our customer care team at enquiries@nrbyclothing.com.

- When will I receive my refund?
Refunds will be issued within 14 days of your package being received at our warehouse. All garments returned must be returned in excellent condition with all original labels attached and within the original packaging in order to receive a full refund. Please see full details in our returns policy on our website.

Shipping + Delivery

- Can I track my order?
Yes, there is a tracking number within the conformation email you receive once your order has been placed.

- Can I change my delivery after making an order?
Please contact enquiries@nrbyclothing.com following any issues with your order and we will endeavour to amend or cancel your order.

- Which delivery provider do you use?
We use Royal Mail for standard 48 hour and 24 hour tracked deliveries. For next day deliveries within the UK we use DPD courier deliveries. All International deliveries are managed by DHL couriers.

- What do I do if I receive a faulty item in my order?
Please contact enquiries@nrbyclothing.com who will assist you with returning your product and investigating the issue.

- Do I qualify for free delivery?
Standard delivery is free for all UK deliveries over £150.

Product

- What is the average inside leg length of your garments?
On average the inside leg length is 30/32inches or 76 /78cms.

- What do your sizes translate to?
Small = 8-10
Medium = 12-14
Large = 16-18

- Is your sizing generous or small?
Our sizing is on the generous side due to the “comfortable / relaxed “ethos of our brand. We advise you to purchase your normal size in our garments.

Care Instructions

- How do I wash my clothing item?
All our garments are machine washable except our cashmere knitwear which can be hand washed. Please check the label of the item you have purchased for all washing and care details.

Stock

- Are you getting more stock in?
Stock will be replenished throughout the season.

Please contact enquiries@nrbyclothing.com for specifics details. Our team will inform you of updates regarding the item you have requested. If an item is out of stock, an option will appear allowing you to request to be emailed when the item is back in stock.